If the car is not as described

On your trip page, find Having a problem with the car? and tap Get help now. Describe what is wrong in your own words.

What happens next

The assistant asks a few questions first, because some problems have a two-minute fix (a lockbox code, a setting, a call to the host). If it is a real mismatch, it puts a resolution in front of you straight away:

• A credit on your account for a minor problem, ready to use on your next trip.
• A partial refund when a real feature is wrong or missing.
• A swap to another car, either one of your host's or a nearby host's, when the car is unsafe or fundamentally not what you booked.

Swap options are listed with what we cover and what (if anything) you would pay. Pick one and your trip moves over. You can decline any offer, and you can report the issue again if it is still not sorted.

The limits

You can raise an issue on an upcoming or active trip, and for up to 72 hours after checkout. After checkout a swap is no longer possible, so the remedy is a credit or refund. One issue can be open at a time, and there is a cap of three per trip.

When it goes to a person instead

A crash, an injury, a breakdown, a theft, or anything the assistant cannot judge fairly is handed to a specialist with a priority case rather than an automatic offer.

Every report opens a case you can follow at /support/cases.